For Team Leaders & Managers

Hey fellow customer service leaders — has marketing just dropped a shiny new product, solution, or service on you and asked your team to start pitching it to customers right away? 😅

Here are some down-to-earth, battle-tested tips from my own experience (zero AI involved!):

Understand – Understand – Understand

Really get it yourself first. Dive into the new solution/product as deeply as you can. You can’t coach or enable your team if you’re still fuzzy on the value it brings to customers. Don’t be shy — ask “dumb” questions, raise concerns, and share your thoughts during kick-off meetings. It’s okay not to know everything upfront.

Translate the value for your customers. Figure out why this actually matters to them. Then break it down into super simple, easy-to-remember steps your reps can actually use on real calls/chats.

Know what’s in it for your company. Understand how this fits into the bigger picture so you can prioritize it properly against everything else your team is juggling.

Strategy – Strategy – Strategy

Build a delivery plan tailored to your team. What training, scripts, cheat sheets, or quick-reference materials do they need? Look at what marketing already created — is it actually usable on a live call or in chat? If not, tweak it so it fits your channels perfectly.

Think differently about inbound vs. outbound. When should reps bring it up on inbound calls? What timing or triggers give the best shot at a yes? Nail those moments.

Set clear goals and make them stick. How will you track progress? How often will you share individual and team results? (Quick tip: frequent, short updates keep momentum going.)

Coach – Coach – Coach

Start with empathy. In the first few weeks, carve out coaching time to hear what’s really holding each rep back — confusion, doubt, awkwardness, whatever. Ask “How are you feeling about this?” Listen genuinely, acknowledge their concerns, and give clear, direct answers.

Review calls the right way. Always spotlight what they did well first — especially early on. Praise progress generously. When something needs adjusting, try asking: “Looking back at that interaction now, is there anything you’d do differently to land the message better?”

Stay on it. Keep the new campaign front and center in your coaching for those crucial first weeks. Show the team this isn’t just another flavor-of-the-month priority.

Feedback – Feedback – Feedback

Audit regularly and spotlight wins. Randomly listen to calls/chats from every rep. When they nail it, give specific, positive shout-outs right away. If course-correction is needed, frame it as “Here’s one way we could try differently next time.”

Share team results often. Post weekly updates in your group chat or team channel. Celebrate the wins publicly — it shows everyone how much their efforts matter.

Set your own targets too. Commit to a weekly/monthly number of audits and coaching sessions. Track it in your reports to ops and marketing. When your team flags recurring challenges, bundle them up and escalate to the product/marketing/ops folks — it shows you’re all in this together.

Launch periods can feel chaotic, but when you lead with understanding, clear strategy, solid coaching, and lots of feedback + recognition, your team usually steps up in ways that surprise you.

What’s one thing that’s worked really well (or horribly wrong 😄) when you’ve rolled out a new campaign in customer service? Drop it in the comments — I’d love to hear!

Good luck out there! 🚀